Job Description

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General Summary

Supports a high volume of inbound customer calls/E-mails for Henry Ford Health’s Procurement to Payment (P2P) operation. Answers all internal and external customer order status inquiries and/or complaints (telephone, mail, web) as well as invoice payment status requests. Quickly analyzes customer concerns and needs while resolving a customer's issues. Researches and resolves issues; provides service in support of Henry Ford Health’s P2P operations; provides guidance to customers on the use of eProcurement. Full working knowledge of Henry Ford Health’s P2P departmental procedures, processing, and system’s operating processes. Demonstrated commitment to customer service by ensuring superior results. This role will support and will be responsible for handling all inbound inquires including, but not limited to: backorders, overnight orders, order status, RTVs (Returns), invoice payment, and payment request status. This position will work closely with Procurement and Accounts Payable teams and leadership to achieve the expected high levels of customer service.

Principle Duties And Responsibilities

• Answers all internal and external customer order and invoice payment status inquiries (telephone, mail, web) regarding P2P operations. All incoming calls must follow the department call tracking policies and all call information is logged in the call center tracking system.
• Supports a high volume of inbound customer calls; researches and resolves issues. Demonstrates established standards of commitment to customer service by following up on calls and ensuring superior results. Quickly analyzes customer concerns and needs while resolving customer's issue.
• Counsel's customers regarding the appropriate use of eProcurement Requisitioning or invoice submission. Analyzes customer needs and refers to appropriate external resources (P2P Job Aids) to ensure orders and invoices are accurate within the prescribed processes of P2P.
• Facilitates triaging of incoming requests to P2P Operations staff if unable to resolve within prescribed timeframe.
• Identifies, research, analyzes, and resolves complex customer complaints.
• Maintains a working knowledge of Henry Ford Health P2P and Supply Chain Management Operations.
• Consults with management to proactively resolve customer problems. Identifies discrepancies and recommends resolutions regarding P2P operations which impact customers.
• Committed to continued professional development.

Education/Experience Required

• High School Diploma or equivalent required.
• Two years’ experience in healthcare Procurement or Accounts Payable is desired.
• Knowledge of medical supply and commodity terminology is preferred.
• Excellent communication skills, verbal and written.
• Strong problem-solving skills with ability to research problems and present findings.
• High level of attention to detail.
• Ability to identify, investigate, analyze and resolve complex customer service issues.
• Strong organizational skills with a high level of self- motivation.
• Must have demonstrated knowledge and use of appropriate applications: Excel, MS Office, Email, Fax, multi-line phone system and use of the web applications. ERP application knowledge is preferred.
• Must be able to manage multiple work assignments under stress.

Additional Information

• Organization: Corporate Services
• Department: SCM Procurement
• Shift: Day Job
• Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.

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Job Tags

Full time, Shift work,

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